c Capitolo Sintra, Olívia | Moura e Sa, Patrícia Assessing Service Quality in a Municipality : A Study Based on the Perceptions of Citizens and Frontline Employees PDF 2008 - Firenze University Press Fa parte di Proceedings of the 11th Toulon-Verona international conference on quality in services : higher education, health care, local government, tourism, banking : University of Florence, Dipartimento di scienze aziendali, 4-5 September 2008. - ( Proceedings e report ; 44)
